In the middle of July I purchased a system to monitor my home and carsAfter about days the system crashed, couldn't see on the monitor or the phone appI called Lorex and was given a ticket with response fairly quicklyFast forward another days, I am away from home and system crashes againHad my year old turn off/on system, reboot wifi and nothing - NOT WORKING AGAINThis time, I called - left my number and was promised a quick call back (NO CALL BACK)Tried to enter an online ticket - system didn't workAddressed it on their ** page and was ignored for five days until I posted every day that I needed helpOn the Eighth day, I finally got a call back and was told the only way I could be helped was to borrow a low resolution from work and attach to see what was up with computerSo, after a long weekend I bring monitor home (Telling rep she MUST call me after 5:and she calls at 5:01)I call back, hold for almost an hour - no answerEmail them back and no answerThe system is wired to the outside of my home, wires all through the attic - this is not an easy unplug and switch out -which they won't do unless they testBUT, won't call me back when they are suppose toIt's almost as if they know it won't work and are saying "Well we called you, but you didn't answer." Worst feeling to not have protection for your home and family and to spend such an amount that is not easy for us to doThis was a sacrifice that is costing me more time and money and I'm not getting any assistance
When we received our camera system from Lorex, our NVR component would not connect to our networkIt was deemed by tech support be a bad part and another was ordered for us the same dayIt has now been over two weeks and we still have yet to receive our part and our system is still not up and running (almost one month after our purchase date)We have called customer support numerous times and are always told that our ticket will be expedited and we will receive shipping information within two business daysThis has yet to happenI would never recommend this company to anyone because the customer service is so poor
I placed an order on November 24th with Sam in the Philippine call center at EST and realized I had not received the 20% discount offered during the Black Friday promotionI called back and talked to other individuals in the Philippines Trixie & Ann canceling the orderI was told the only way to receive a refund was to refuse the shipment which I did by even changing the del location to the *** CenterAfter numerous phone calls leaving messages and new tickets I finally on December 16th spent an 1:on the phone talking with Dolly & Sarah, her Supervisor in the Philippines with no resolution only to be transferred to Aman in the corporate office in Ontario, Canada who assured me this would be resolved to dayBelow is a summary of the headache I have been through:
I still have not received the refund from this orderNor have I had any communication by phone or E-Mail since November 30th from Gabriel N., who stated,
Hi Steve,
Thank you for contacting Lorex Technology
We would like you to know that we are currently working on your caseWe will contact *** regarding your request for cancellation of your order LXXXXXXAnd upon the receipt of the item on our warehouse we will process your full refundKindly allow us within 10-business days for the refund
Rest assured that everything is being taken care of
We will make sure that someone will contact you regarding with this issue within 1-business days for the confirmationNO COMMUNICATION
As I am creating this ticket I have been on hold waiting for a Customer Service Representative since ESTDolly from the Philippines came on the line at EST and I asked to be transferred to a Supervisor twiceAfter being on hold for minutes Dolly put me back in cue at EST for another minutes, EST at which time I was transferred to Sarah in the Philippines who assured me that she would coordinate the processI was on hold for another minutes and was transferred to Aman in the Corporate office who stated she would submit the refund to Nimo in the Corporate office and send an E-Mail confirmation of the refund processShe stated that the refund should be in my account by Wednesday December 21, Prior to this 1:(Hour & minute) phone call with different individuals, I have made other phone calls earlier this month to find out the progress of this refund with no response from Gabriel Nor anyone elsePer *** tracking # *** the order was returned to your warehouse on 12/08/at and received by LANGFORDIt is now December 16th and I still have not received the refund in my account nor any communicationThis is extremely frustrating and unprofessionalI would like an immediate response from someone about this matter as I will be calling the Revdex.com and filing a formal complaintIf this continues to go unresolved and the refund is not in my account by Tuesday December 27, I will be contacting a lawyerI can be reached in the following ways
Based upon the above scenario I would never recommend dealing with this company
I bought a HD surveillance camera system online that comes with cameraUpon arrival I noticed the adapter had a bad conditions like some green liquid coming out of it and off course adapter didnt workAlso DVR makes horrible noise, I tried replacing that tiny fan with with aluminum block, but after reading online comments realized without fan dvr doesn't workAlso images fluctuating as if someone changes the brightness on camera when monitoringSo horrible horrible horrible experience with product so farI created tickets over and over maybe 15-tickets but nobody took action rather than mumbling and trash talkI talked on the phone many times they said they will replace the adapter but they did not sent me the adapterI have been in this battle for over a year nowAt this point I gave upMy advise is test it before buying itNever trust their costumer service and product
After multiple times trying to get a simple answer, I have received no helpMy PTZ camera has failed recently and left me with no " eye in the sky"Year before last or so it pick up a burglary at a neighbors home and I was able to supply the police with a review of the crimeUnfortunately it was such a poor picture it only showed what they did not who they were, in detailIt would have been a great promotion for the company but poor product failed them and my neighbor
I'd hoped to upgrade this year but the camera failed againWhen I attempted to get it repaired, or evaluated no help was forthcomingThe contact referred me to Tech support and that call failed she's possibly in Pakistan or Bangladesh or somewhere on the other side of the worldTwo more attempts also no contactI know someone works there I had someone in chat for two seconds Hopefully *** stores will now look at my situation and see what they can doDue to current health issues I cannot install my self so I may have to rely on another company and their product in the futureMM
Product is ok, but Lorex service is so bad that I encourage you to consider another supplier
I have tried for days to have Lorex replace the wrong cable that Lorex shipped with this unit orderI used their Ticket System and tried to reach Lorex by phone without success
Now I will try to send everything backLet's see how difficult Lorex makes that
For the past week I been trying to get a hold of customer tech support I left my number for them to call me back and they never did instead they closed my ticket without even talking to me So I have called back and waited over a hour for a reply and nothing but the time was a 20min wait have have since they left my number times and not one call back *** I can't even use this app and check on my house NOT HAPPY AT ALL WITH THIS COMPANY OR *** FOR SELLING THIS JUNK!
*** double check model numbers when you receive your productThis is whyI bought the Lorex HDIP88W (2K resolution IP camera security system with domes and channel NVR package) This system specifically states that it should come with Eight 2K 4MP cameras (Model LNE4322B)Instead mine came with eight 1080P cameras (Model LNE3322B) which are one huge downgradeVisually both the 1080P and 2K cameras look identicalMy system was advertised being able to catch license platesI always wondered why I couldn't get license plates till nowI have had my system now for months until I discovered thisI decided to contact Lorex supportI opened an online chat session to confirm my finding were correctSpending much time in the chat session, they did confirm my system should have come with the 2K cameras, but it went from Lorex doesn't exchange equipment to now they want me to send my cameras in for exchange resulting in downtimeDue to extreme situations in my neighborhood, I cannot go minute without having active surveillanceYes, it has become that seriousI cannot have any downtime and really expected Lorex to kindly send me what I paid for and I return the downgrades back afterThis doesn't sound unreasonable to me considering I paid over $plus extra for year warrantyNow I am stuck with poor low resolution cameras for the price of nicer high resolution 2K camerasI am very unhappyBelow is my chat session with Jan the online chat person
Hello
Jan
HiThank you for chatting Lorex by FLIRMy name is JanHow may I help you?
Customer
I have a question about my recent order
Order NoHDIP88W
Should my cameras be 2k 4MP cameras?
Jan
Let me go ahead and check that one for you
One moment pleaseLet me checkJust give me 3-minutes and I'll be right back
Customer
ThanksI ask because the cameras model are LNE3322B
I looked those up and they are not 2K 4MP
Sorry, my order number was LXXXXXX
Jan
No problem
Customer
Are you still with me?
Jan
I am sorry for the delayWe are having an upgrade on our systemKindly stay on the lineRest assured that we will address your concern
Customer
Thanks
Jan
Please bear with me
Thank you for patiently waiting
Have you call Technical Support for assistance?
Customer
No, I wanted to confirm what I should have received
Jan
I am sorry for the delayOne moment pleaseLet me check
Customer
ok
Jan
I am sorry for the delayI am sorry for the confusionThis camera model HDIP88W has 2k resolution and 4mp camera
Is there anything else I can possibly help you with?
Customer
So do you think I am able to exchange them?
Jan
I am sorryWe do not exchange our Lorex products
Customer
So how do I get what I paid for?
Jan
The best thing that we can do, You may return the products for any reason within days of delivery but if it is already exceeded we do not processed refund for that
Customer
So basically, I paid for a system that should have come with 2k camera's and I received look-alikes that are 1080PThat is falseI call this a bait and switchDo you agree?
How am I supposed to know within 60days these were the wrong cameras?
I am not asking for a refundI want an exchange!
Jan
One moment pleaseLet me check
Unfortunately, we do not process exchangeHere's what we can doYou can return the item back to us and once we received it, we will issue you the refundYou can place the order that you want to purchase
Is there anything else I can possibly help you with?
Customer
Thank you for your timeI cannot go without my cameras due to heavy drug activityCurrently I need cameras capable of viewing license plates (which I am unable to do so with my current cameras)
So tomorrow I am going to file a claim with Revdex.com
Also I am going to leave my negative review for others to be ware
So having a low resolution system vs having no system is what I have to stick with
Jan
We are just doing our job to give you the best optionWe will make sure that your feedback will be noted to improve our products and services
Customer
I thought Lorex was a reputable company and I would have expected better than this
I know it's not your fault, but its neither my fault that Lorex pulled a Bait-And-SwitchI shouldn't have to be disrupted because of their mistake
Thanks for helping me
Jan
I understand where you coming fromI am glad I was able to help you and provide the option that we can offerI understand you are upset but it is like vs million for our Holiday Sale since we just have a limited stock unexpectedly got sold out
[redacted]
I purchased an HD82W system (2 cameras and a monitor). With the FLIR name associated with this company, I figured the quality had to be good. The Website clearly states "Up to 2.5 hours for portable wireless monitoring. For extended monitoring...the wireless monitor is connected to a local power outlet." And a highlighted customer review said, "...I really enjoyed that the monitor has a built in battery that runs for a few hours...and you can walk around the house with it."
I received 2 cameras and a monitor that does not have a battery. I called Customer Support who told me the monitor I got doesn't have a battery, to which I replied "then send me the monitor that's described and that I purchased." She forwarded my complaint which ended with me getting an email to return the product. I really wanted what I had ordered, so THEN I called Sales to ask if the HD82W came with a monitor that I could walk around the house with and was told it comes with a battery that lasts 2.5 hours". The Sales person asked for a picture of the monitor I received and acted like he was going to take care of it, but I never heard another word after sending the pictures.
After multiple emails and phone calls, I finally succumbed and returned the whole thing hoping for my refund which they assured me I would receive. This has been going on for a month and their website still advertises this the same as when I bought it. Sure wish I had checked them out on Revdex.com first.
I concur with the other negative responses. It appears that either they don't read the content of the tickets submitted or only have "script" responses. The online chat to sales and their tech support has been productive. I cannot recommend this business to anyone. Shame on me for not checking with the Revdex.com before making my purchase.
I recently purchased an 8 camera system from Lorex. Everything was great except for one defected camera. Sales isn't the issue with these guys, its the service and returns department. Duck and Dodge seems to be their tactic. Between manufacturing service tickets one after another and robotic grammer from their non English speaking reps they transfer their calls and stall until the product buyer is forced to try and call again. They promised a UPS tracking number for the return in an email that never arrived. All the while they send you emails on promos, extended warranties, etc. Please Lorex handle one issue at a time before trying to sell someone something else.....
Currently, I purchased equipment for my home. I received the tablet to control the monitoring service and since I have had it mounted it and up the online system has only worked for a good 2 weeks. After 4 weeks the monitor went completed out. Contacted customer service and was sent a monitored that was not compatible to what I spent over $600 to purchase.[redacted]
I received a call from diego of technical support this morning who transferred me to customer support so that I can pass on my cc information so that the request for the replacement to no avail. I have emial all departments and written on your [redacted] wall. I left a request for a call back but that has not been successful. I will have to tkae this to another level if this is not sorted out within the hr. as discussed with diego, I leave the country on wednesday and as such I need to obtian the replacement before I leave. we arranged for expedited shipping but in order for this to happen we need to sort this issue out today. I can be contacted at XXX XXX XXXX
I recently purchased the system model LN10804-1616W which has 16 IP cameras. Since my need was for only 12 camera which is the system LN10804-1612W. Only difference between the 2 systems are the 4 IP cameras and corresponding cat5 cables. The bigger system is $300 more. I have unsuccesfully tried reaching customer service 3 days in a row. Although I enter my phone number for a call back as suggested due to long wait times >30 minutes, I am still yet to receive a call returned. Then I filed a ticket XXXXXX and yet no response. Today after these failed attempts past 3 days, I decided to wait on the line. twice I was disconnected after waiting excess of 35 minutes. 3rd call and over 35+ minutes wait time, got me to a guy who after putting me on hold for another 10 minutes to talk to supervisor came back and said he would call back if diconnected and prompty thats what happened and no call back. Now I call again 4th time and reach someone (Atheena) after 35+ minutes, tells me she has made notes and put be on hold for 10 minutes to get a supervisor and said was transferring as was waiting on altenate line and again went to please hold for representative message. I finally hung up after 1 hour and 35 minutes with no answer. The customer support and this company sucks. Never in my life have I had such an awful experience. This company does not deserve any business and dont seem to care either. If you want to buy a security system for your home or business, save yourself the trouble and invest in a different one. Dont repeat the mistake I made, wasting precious time and money.
[redacted]. I work for an employer who purchased a system from Lorex. Our cameras went out, leaving the compound unprotected. We called for assistance and the first problem I encountered was the EXTREMELY long hold time. I'm talking at least an hour until you speak with an actual person. They do not return calls, although the option is available on the automated system.
If tech support cannot help, you are transferred to customer service for ANOTHER long wait. In my case, it was determined that there was nothing they could do to fix the problem. We were advised to purchased another DVR. Guess what? To validate the offer from customer service, I am put on hold again! You also must mail the faulty model back to their warehouse. I suspect they fix it then resell for another sucker to purchase. We have had our DVR only 2 years. Bad product, terrible customer service.
Waited patiently for the 4pm eastern cyber Monday deal for 9.99. Added item HD 720p Wireless IP Camera with Pan-Tilt (Site Crasher Deal) initially it was the 4:pm $9.99 deal then after applying to [redacted], I got a blank screen so I called. Was on hold for over 30 minutes and was outsourced to the Philippines.. Was informed that my sale for $9.99 did not go through. Then the site crashed. Then they had a site crash sale while I was still on hold to speak to a representative. Well needless to say that I didn't make the site crash price either but I was offered only 20% off retail which was of course over $100 US dollars. [redacted]. I asked to speak with a Supervisor/Manager and I was asked WHY??? Really. [redacted]. I even tried to get the information to e-mail the executives of the company but all I received from research was their names, but no direct contact info which is extreamly scetchy for a corporation that sells to millions. Why are all the top Brass of Lorex hiding?? [redacted]
Waited patiently for the 4pm eastern cyber Monday deal for 9.99. Added item HD 720p Wireless IP Camera with Pan-Tilt (Site Crasher Deal) initially it was the 4:pm $9.99 deal then after applying to [redacted], I got a blank screen so I called. Was on hold for over 30 minutes and was outsourced to the Philippines.. Was informed that my sale for $9.99 did not go through. Then the site crashed. Then they had a site crash sale while I was still on hold to speak to a representative. Well needless to say that I didn't make the site crash price either but I was offered only 20% off retail which was of course over $100 US dollars. [redacted]. I asked to speak with a Supervisor/Manager and I was asked WHY??? Really. [redacted]. I even tried to get the information to e-mail the executives of the company but all I received from research was their names, but no direct contact info which is extreamly scetchy for a corporation that sells to millions. Why are all the top Brass of Lorex hiding?? [redacted]
I purchased a color HD DVR system in Jan of 2016. On Nov. 4 of this year the hrs
and drive got extremely noise and could be heard all over my 2 story home. I sent a ticket in explains my system was down due to noise and heat and todate I have not received any communications from Lorex. This is a problem thar a 10 year old could resolve and fix. I need either a new DVR or a new hard drive end of problem. I have sent them 4 different emails asking status with no response.
If the system works out of the box, good for you.
If you need tech support or service to handle an issue or return, my experience is that
it can be done if you have a couple of days to be placed on hold. Even then, I was misdirected. After a service tech, Tier2, identified the problem with a brand new, out of the box unit, he could not create a ticket to forward to Service for replacement. Yes, I feel serviced, but not in the good way.
In the middle of July I purchased a system to monitor my home and carsAfter about days the system crashed, couldn't see on the monitor or the phone appI called Lorex and was given a ticket with response fairly quicklyFast forward another days, I am away from home and system crashes againHad my year old turn off/on system, reboot wifi and nothing - NOT WORKING AGAINThis time, I called - left my number and was promised a quick call back (NO CALL BACK)Tried to enter an online ticket - system didn't workAddressed it on their ** page and was ignored for five days until I posted every day that I needed helpOn the Eighth day, I finally got a call back and was told the only way I could be helped was to borrow a low resolution from work and attach to see what was up with computerSo, after a long weekend I bring monitor home (Telling rep she MUST call me after 5:and she calls at 5:01)I call back, hold for almost an hour - no answerEmail them back and no answerThe system is wired to the outside of my home, wires all through the attic - this is not an easy unplug and switch out -which they won't do unless they testBUT, won't call me back when they are suppose toIt's almost as if they know it won't work and are saying "Well we called you, but you didn't answer." Worst feeling to not have protection for your home and family and to spend such an amount that is not easy for us to doThis was a sacrifice that is costing me more time and money and I'm not getting any assistance
When we received our camera system from Lorex, our NVR component would not connect to our networkIt was deemed by tech support be a bad part and another was ordered for us the same dayIt has now been over two weeks and we still have yet to receive our part and our system is still not up and running (almost one month after our purchase date)We have called customer support numerous times and are always told that our ticket will be expedited and we will receive shipping information within two business daysThis has yet to happenI would never recommend this company to anyone because the customer service is so poor
I placed an order on November 24th with Sam in the Philippine call center at EST and realized I had not received the 20% discount offered during the Black Friday promotionI called back and talked to other individuals in the Philippines Trixie & Ann canceling the orderI was told the only way to receive a refund was to refuse the shipment which I did by even changing the del location to the *** CenterAfter numerous phone calls leaving messages and new tickets I finally on December 16th spent an 1:on the phone talking with Dolly & Sarah, her Supervisor in the Philippines with no resolution only to be transferred to Aman in the corporate office in Ontario, Canada who assured me this would be resolved to dayBelow is a summary of the headache I have been through:
I still have not received the refund from this orderNor have I had any communication by phone or E-Mail since November 30th from Gabriel N., who stated,
Hi Steve,
Thank you for contacting Lorex Technology
We would like you to know that we are currently working on your caseWe will contact *** regarding your request for cancellation of your order LXXXXXXAnd upon the receipt of the item on our warehouse we will process your full refundKindly allow us within 10-business days for the refund
Rest assured that everything is being taken care of
We will make sure that someone will contact you regarding with this issue within 1-business days for the confirmationNO COMMUNICATION
As I am creating this ticket I have been on hold waiting for a Customer Service Representative since ESTDolly from the Philippines came on the line at EST and I asked to be transferred to a Supervisor twiceAfter being on hold for minutes Dolly put me back in cue at EST for another minutes, EST at which time I was transferred to Sarah in the Philippines who assured me that she would coordinate the processI was on hold for another minutes and was transferred to Aman in the Corporate office who stated she would submit the refund to Nimo in the Corporate office and send an E-Mail confirmation of the refund processShe stated that the refund should be in my account by Wednesday December 21, Prior to this 1:(Hour & minute) phone call with different individuals, I have made other phone calls earlier this month to find out the progress of this refund with no response from Gabriel Nor anyone elsePer *** tracking # *** the order was returned to your warehouse on 12/08/at and received by LANGFORDIt is now December 16th and I still have not received the refund in my account nor any communicationThis is extremely frustrating and unprofessionalI would like an immediate response from someone about this matter as I will be calling the Revdex.com and filing a formal complaintIf this continues to go unresolved and the refund is not in my account by Tuesday December 27, I will be contacting a lawyerI can be reached in the following ways
Based upon the above scenario I would never recommend dealing with this company
I bought a HD surveillance camera system online that comes with cameraUpon arrival I noticed the adapter had a bad conditions like some green liquid coming out of it and off course adapter didnt workAlso DVR makes horrible noise, I tried replacing that tiny fan with with aluminum block, but after reading online comments realized without fan dvr doesn't workAlso images fluctuating as if someone changes the brightness on camera when monitoringSo horrible horrible horrible experience with product so farI created tickets over and over maybe 15-tickets but nobody took action rather than mumbling and trash talkI talked on the phone many times they said they will replace the adapter but they did not sent me the adapterI have been in this battle for over a year nowAt this point I gave upMy advise is test it before buying itNever trust their costumer service and product
After multiple times trying to get a simple answer, I have received no helpMy PTZ camera has failed recently and left me with no " eye in the sky"Year before last or so it pick up a burglary at a neighbors home and I was able to supply the police with a review of the crimeUnfortunately it was such a poor picture it only showed what they did not who they were, in detailIt would have been a great promotion for the company but poor product failed them and my neighbor
I'd hoped to upgrade this year but the camera failed againWhen I attempted to get it repaired, or evaluated no help was forthcomingThe contact referred me to Tech support and that call failed she's possibly in Pakistan or Bangladesh or somewhere on the other side of the worldTwo more attempts also no contactI know someone works there I had someone in chat for two seconds Hopefully *** stores will now look at my situation and see what they can doDue to current health issues I cannot install my self so I may have to rely on another company and their product in the futureMM
Product is ok, but Lorex service is so bad that I encourage you to consider another supplier
I have tried for days to have Lorex replace the wrong cable that Lorex shipped with this unit orderI used their Ticket System and tried to reach Lorex by phone without success
Now I will try to send everything backLet's see how difficult Lorex makes that
For the past week I been trying to get a hold of customer tech support I left my number for them to call me back and they never did instead they closed my ticket without even talking to me So I have called back and waited over a hour for a reply and nothing but the time was a 20min wait have have since they left my number times and not one call back *** I can't even use this app and check on my house NOT HAPPY AT ALL WITH THIS COMPANY OR *** FOR SELLING THIS JUNK!
*** double check model numbers when you receive your productThis is whyI bought the Lorex HDIP88W (2K resolution IP camera security system with domes and channel NVR package) This system specifically states that it should come with Eight 2K 4MP cameras (Model LNE4322B)Instead mine came with eight 1080P cameras (Model LNE3322B) which are one huge downgradeVisually both the 1080P and 2K cameras look identicalMy system was advertised being able to catch license platesI always wondered why I couldn't get license plates till nowI have had my system now for months until I discovered thisI decided to contact Lorex supportI opened an online chat session to confirm my finding were correctSpending much time in the chat session, they did confirm my system should have come with the 2K cameras, but it went from Lorex doesn't exchange equipment to now they want me to send my cameras in for exchange resulting in downtimeDue to extreme situations in my neighborhood, I cannot go minute without having active surveillanceYes, it has become that seriousI cannot have any downtime and really expected Lorex to kindly send me what I paid for and I return the downgrades back afterThis doesn't sound unreasonable to me considering I paid over $plus extra for year warrantyNow I am stuck with poor low resolution cameras for the price of nicer high resolution 2K camerasI am very unhappyBelow is my chat session with Jan the online chat person
Hello
Jan
HiThank you for chatting Lorex by FLIRMy name is JanHow may I help you?
Customer
I have a question about my recent order
Order NoHDIP88W
Should my cameras be 2k 4MP cameras?
Jan
Let me go ahead and check that one for you
One moment pleaseLet me checkJust give me 3-minutes and I'll be right back
Customer
ThanksI ask because the cameras model are LNE3322B
I looked those up and they are not 2K 4MP
Sorry, my order number was LXXXXXX
Jan
No problem
Customer
Are you still with me?
Jan
I am sorry for the delayWe are having an upgrade on our systemKindly stay on the lineRest assured that we will address your concern
Customer
Thanks
Jan
Please bear with me
Thank you for patiently waiting
Have you call Technical Support for assistance?
Customer
No, I wanted to confirm what I should have received
Jan
I am sorry for the delayOne moment pleaseLet me check
Customer
ok
Jan
I am sorry for the delayI am sorry for the confusionThis camera model HDIP88W has 2k resolution and 4mp camera
Is there anything else I can possibly help you with?
Customer
So do you think I am able to exchange them?
Jan
I am sorryWe do not exchange our Lorex products
Customer
So how do I get what I paid for?
Jan
The best thing that we can do, You may return the products for any reason within days of delivery but if it is already exceeded we do not processed refund for that
Customer
So basically, I paid for a system that should have come with 2k camera's and I received look-alikes that are 1080PThat is falseI call this a bait and switchDo you agree?
How am I supposed to know within 60days these were the wrong cameras?
I am not asking for a refundI want an exchange!
Jan
One moment pleaseLet me check
Unfortunately, we do not process exchangeHere's what we can doYou can return the item back to us and once we received it, we will issue you the refundYou can place the order that you want to purchase
Is there anything else I can possibly help you with?
Customer
Thank you for your timeI cannot go without my cameras due to heavy drug activityCurrently I need cameras capable of viewing license plates (which I am unable to do so with my current cameras)
So tomorrow I am going to file a claim with Revdex.com
Also I am going to leave my negative review for others to be ware
So having a low resolution system vs having no system is what I have to stick with
Jan
We are just doing our job to give you the best optionWe will make sure that your feedback will be noted to improve our products and services
Customer
I thought Lorex was a reputable company and I would have expected better than this
I know it's not your fault, but its neither my fault that Lorex pulled a Bait-And-SwitchI shouldn't have to be disrupted because of their mistake
Thanks for helping me
Jan
I understand where you coming fromI am glad I was able to help you and provide the option that we can offerI understand you are upset but it is like vs million for our Holiday Sale since we just have a limited stock unexpectedly got sold out
[redacted]
I purchased an HD82W system (2 cameras and a monitor). With the FLIR name associated with this company, I figured the quality had to be good. The Website clearly states "Up to 2.5 hours for portable wireless monitoring. For extended monitoring...the wireless monitor is connected to a local power outlet." And a highlighted customer review said, "...I really enjoyed that the monitor has a built in battery that runs for a few hours...and you can walk around the house with it."
I received 2 cameras and a monitor that does not have a battery. I called Customer Support who told me the monitor I got doesn't have a battery, to which I replied "then send me the monitor that's described and that I purchased." She forwarded my complaint which ended with me getting an email to return the product. I really wanted what I had ordered, so THEN I called Sales to ask if the HD82W came with a monitor that I could walk around the house with and was told it comes with a battery that lasts 2.5 hours". The Sales person asked for a picture of the monitor I received and acted like he was going to take care of it, but I never heard another word after sending the pictures.
After multiple emails and phone calls, I finally succumbed and returned the whole thing hoping for my refund which they assured me I would receive. This has been going on for a month and their website still advertises this the same as when I bought it. Sure wish I had checked them out on Revdex.com first.
I concur with the other negative responses. It appears that either they don't read the content of the tickets submitted or only have "script" responses. The online chat to sales and their tech support has been productive. I cannot recommend this business to anyone. Shame on me for not checking with the Revdex.com before making my purchase.
I recently purchased an 8 camera system from Lorex. Everything was great except for one defected camera. Sales isn't the issue with these guys, its the service and returns department. Duck and Dodge seems to be their tactic. Between manufacturing service tickets one after another and robotic grammer from their non English speaking reps they transfer their calls and stall until the product buyer is forced to try and call again. They promised a UPS tracking number for the return in an email that never arrived. All the while they send you emails on promos, extended warranties, etc. Please Lorex handle one issue at a time before trying to sell someone something else.....
Currently, I purchased equipment for my home. I received the tablet to control the monitoring service and since I have had it mounted it and up the online system has only worked for a good 2 weeks. After 4 weeks the monitor went completed out. Contacted customer service and was sent a monitored that was not compatible to what I spent over $600 to purchase.[redacted]
I received a call from diego of technical support this morning who transferred me to customer support so that I can pass on my cc information so that the request for the replacement to no avail. I have emial all departments and written on your [redacted] wall. I left a request for a call back but that has not been successful. I will have to tkae this to another level if this is not sorted out within the hr. as discussed with diego, I leave the country on wednesday and as such I need to obtian the replacement before I leave. we arranged for expedited shipping but in order for this to happen we need to sort this issue out today. I can be contacted at XXX XXX XXXX
linnel
angry customer
I recently purchased the system model LN10804-1616W which has 16 IP cameras. Since my need was for only 12 camera which is the system LN10804-1612W. Only difference between the 2 systems are the 4 IP cameras and corresponding cat5 cables. The bigger system is $300 more. I have unsuccesfully tried reaching customer service 3 days in a row. Although I enter my phone number for a call back as suggested due to long wait times >30 minutes, I am still yet to receive a call returned. Then I filed a ticket XXXXXX and yet no response. Today after these failed attempts past 3 days, I decided to wait on the line. twice I was disconnected after waiting excess of 35 minutes. 3rd call and over 35+ minutes wait time, got me to a guy who after putting me on hold for another 10 minutes to talk to supervisor came back and said he would call back if diconnected and prompty thats what happened and no call back. Now I call again 4th time and reach someone (Atheena) after 35+ minutes, tells me she has made notes and put be on hold for 10 minutes to get a supervisor and said was transferring as was waiting on altenate line and again went to please hold for representative message. I finally hung up after 1 hour and 35 minutes with no answer. The customer support and this company sucks. Never in my life have I had such an awful experience. This company does not deserve any business and dont seem to care either. If you want to buy a security system for your home or business, save yourself the trouble and invest in a different one. Dont repeat the mistake I made, wasting precious time and money.
[redacted]. I work for an employer who purchased a system from Lorex. Our cameras went out, leaving the compound unprotected. We called for assistance and the first problem I encountered was the EXTREMELY long hold time. I'm talking at least an hour until you speak with an actual person. They do not return calls, although the option is available on the automated system.
If tech support cannot help, you are transferred to customer service for ANOTHER long wait. In my case, it was determined that there was nothing they could do to fix the problem. We were advised to purchased another DVR. Guess what? To validate the offer from customer service, I am put on hold again! You also must mail the faulty model back to their warehouse. I suspect they fix it then resell for another sucker to purchase. We have had our DVR only 2 years. Bad product, terrible customer service.
Waited patiently for the 4pm eastern cyber Monday deal for 9.99. Added item HD 720p Wireless IP Camera with Pan-Tilt (Site Crasher Deal) initially it was the 4:pm $9.99 deal then after applying to [redacted], I got a blank screen so I called. Was on hold for over 30 minutes and was outsourced to the Philippines.. Was informed that my sale for $9.99 did not go through. Then the site crashed. Then they had a site crash sale while I was still on hold to speak to a representative. Well needless to say that I didn't make the site crash price either but I was offered only 20% off retail which was of course over $100 US dollars. [redacted]. I asked to speak with a Supervisor/Manager and I was asked WHY??? Really. [redacted]. I even tried to get the information to e-mail the executives of the company but all I received from research was their names, but no direct contact info which is extreamly scetchy for a corporation that sells to millions. Why are all the top Brass of Lorex hiding?? [redacted]
Waited patiently for the 4pm eastern cyber Monday deal for 9.99. Added item HD 720p Wireless IP Camera with Pan-Tilt (Site Crasher Deal) initially it was the 4:pm $9.99 deal then after applying to [redacted], I got a blank screen so I called. Was on hold for over 30 minutes and was outsourced to the Philippines.. Was informed that my sale for $9.99 did not go through. Then the site crashed. Then they had a site crash sale while I was still on hold to speak to a representative. Well needless to say that I didn't make the site crash price either but I was offered only 20% off retail which was of course over $100 US dollars. [redacted]. I asked to speak with a Supervisor/Manager and I was asked WHY??? Really. [redacted]. I even tried to get the information to e-mail the executives of the company but all I received from research was their names, but no direct contact info which is extreamly scetchy for a corporation that sells to millions. Why are all the top Brass of Lorex hiding?? [redacted]
I purchased a color HD DVR system in Jan of 2016. On Nov. 4 of this year the hrs
and drive got extremely noise and could be heard all over my 2 story home. I sent a ticket in explains my system was down due to noise and heat and todate I have not received any communications from Lorex. This is a problem thar a 10 year old could resolve and fix. I need either a new DVR or a new hard drive end of problem. I have sent them 4 different emails asking status with no response.
If the system works out of the box, good for you.
If you need tech support or service to handle an issue or return, my experience is that
it can be done if you have a couple of days to be placed on hold. Even then, I was misdirected. After a service tech, Tier2, identified the problem with a brand new, out of the box unit, he could not create a ticket to forward to Service for replacement. Yes, I feel serviced, but not in the good way.